The player from Austria is having difficulties withdrawing winnings due to an incomplete verification process. They provided card numbers for verification but did not receive the transaction amount needed to identify the payment made through Apple Pay. Despite several emails for clarification, the player has not received a sufficient response.
Wazbee Casino - Player's withdrawal is delayed due to verification issues.
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Waiting for Casino Guru to reply
6d 11h 44m 46s
Wazbee Casino
Safety Index:HighCase summary
Discussion
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12 hours ago
Translation
A prize was won, and the verification process was initiated. Several card numbers were provided for verification. I requested the transaction details (date, amount). The date was given, but not the amount. Therefore, I cannot locate the exact transaction, as it was paid via Apple Pay, which changes the displayed card numbers. Despite several emails requesting the amount, I have yet to receive a response, and the information provided has been insufficient. I naturally wish to complete the verification and receive the winnings. I request your assistance and mediation.
Automatic translation:
Public
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12 hours ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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12 hours ago
Dear daviddrimer,
Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.
Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.
To help us investigate and expedite the process, could you please provide the following details:
- Do I understand correctly that verifying your deposits seems to be the only issue at the moment?
- Have you provided any other documents to verify your account, and have they all been approved?
We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.
Best regards,
Kristina
